Contact Center Manager

About the role

We are seeking a dynamic and experienced Contact Centre Manager to lead and oversee the daily operations of our customer support centre. The ideal candidate will be responsible for managing a team of agents, optimising the customer experience, driving performance metrics, and implementing operational strategies that enhance service delivery, efficiency, and customer satisfaction.

What you'll do

• Team Leadership & Performance
• Lead, mentor, and manage a team of customer service representatives, team leaders, and support staff
• Set clear performance goals, conduct regular reviews, and provide feedback and coaching
• Foster a positive, customer-centric culture focused on continuous improvement. Operations Management
• Monitor daily operations to ensure SLAs (Service Level Agreements), TATs (Turnaround Times), and KPIs (Key Performance Indicators) are consistently met

What you need

• 6–8 yrs of experience
• Customer service
• Performance management
• SOP writing
• Escalation handling
• Problem solving
• Any graduate

What you get

• ₹8.5 L–₹10 L a year